Sometimes a customer account on your reseller plan is suspended not by you, but by MdmHost. That happens when an account endangers the server or other customers, for example by sending spam or hosting malware. The suspension is a protective step; once the cause is fixed, the account can be restored.
Before you start
- WHM access (see logging in to WHM).
- Your MdmHost email and tickets, where we explain the reason.
How to recognise it
- The account shows as suspended in List Accounts, but you did not suspend it.
- The Unsuspend button is greyed out, or unsuspension fails because the account is locked by a higher-level administrator.
- You received an email or ticket from MdmHost about the account.
Common reasons
| Reason | What usually happened |
|---|---|
| Outgoing spam | A hacked mailbox or contact form sent bulk mail |
| Malware or phishing | A compromised site hosted malicious files or fake login pages |
| Resource abuse | Processes far beyond fair use, often from scripts or attacks |
| Policy violation | Content or activity not allowed by the terms of service |
Fix the cause
- Read the ticket carefully; it names the files, mailbox or activity involved.
- For spam: change the mailbox password, check devices, fix forms and limit outgoing email (see outgoing email limits).
- For malware: clean files or restore from a clean backup and fix the vulnerable software (see cleaning infected files and JetBackup restores).
- For resource abuse: find the script or traffic causing it (see resource limits).
- Change all passwords for the account.
Warning: Do not create a new account with the same content to bypass a suspension. The same problem will be detected again, and repeated abuse can affect your whole reseller plan.
Request unsuspension
Reply to the MdmHost ticket with what you found and fixed. We review the account and unsuspend it, sometimes temporarily, so you can finish cleaning.
Prevent it next time
- Follow security best practices for resellers.
- Encourage customers to use the security checklist.
Frequently asked questions
Will my customer's data be deleted?
No. Suspension keeps all data. Data is only removed if an account is terminated, which is not done without notice.
Should I tell my customer it was MdmHost?
As a white-label reseller, explain it as a security suspension by your hosting team and ask them to cooperate with the fix.
How fast can it be unsuspended?
Usually soon after you confirm the cause is fixed and the account is clean.
Can my whole reseller plan be suspended?
Only in serious or repeated cases. Usually just the affected customer account is suspended so others keep running.
Where do I find the ticket?
In the MdmHost dashboard under your tickets, and in the email address on your MdmHost account.
What if I disagree with the reason?
Reply to the ticket with your findings. Support reviews the evidence with you, and false positives are restored quickly.